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February 24, 2010

Case Studies
The New-Age Home
Aided by SiteSpect, a specialist in elder-care placement boosts Web conversions and better addresses client needs.
CRM Featured Articles
Business Is Calling for the Customer Voice
Despite boasts that "the customer is king," a new report finds that consumer insight isn't getting a seat at the table.
How to Exceed What Customers Want
Net Promoter Conference '10: Satmetrix CEO encourages companies to move beyond the "zone of tolerance" to redefine customer experiences.
Extreme Loyalty Requires Extreme Commitment
Net Promoter Conference '10: Three companies reveal the secrets to delivering high-quality customer experience.
Google Wave Makes a Splash in CRM
Google Wave isn't the first to wade into real-time collaboration, but the tsunami of buzz may drown the competition.
Required Reading: Indecisions, Indecisions, Indecisions
The author of "How We Decide" discusses the essential role of customer indecision.
Magazine Features
Stressed and Distressed
Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call.
Environmental Distress
Your basic processes can affect your agents' stress levels
Don’t Let a Weak Economy Go to Waste
Boost sales while recovering from the recession.
Picture Perfect
Grab consumer attention with personalized images.

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